Subject tab and change queue

Albert_Shih · December 24, 2012, 9:34am

Hi all,

I’ve many queue but only one for the customers, lets say (helpdesk) so
every ticket is create with something like

[Helpdesk #Ticket_ID] "subject-use-by-customer"

after the ticket is create we change the ticket to other queue, lets say
(network problem) so the subjet become

[Network Problem #Ticket_ID] [Helpdesk #Ticket_ID] "subject-use-by-customer"

Any method to have only

[Network Problem #Ticket_ID] "subject-use-by-customer"

Happy holidays.

Regards.

JAS

Albert SHIH
DIO bï¿½timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
xmpp: jas@obspm.fr
Heure local/Local time:
lun 24 dï¿½c 2012 10:30:26 CET

Joop1 · December 24, 2012, 9:53am

Hi all,

I’ve many queue but only one for the customers, lets say (helpdesk) so
every ticket is create with something like t

[Helpdesk #Ticket_ID] “subject-use-by-customer”

after the ticket is create we change the ticket to other queue, lets
say
(network problem) so the subjet become

[Network Problem #Ticket_ID] [Helpdesk #Ticket_ID]
“subject-use-by-customer”

Any method to have only

[Network Problem #Ticket_ID] “subject-use-by-customer”

Not knowing your version of RT mine does it correcly. I’m using 4.0.5 and use the subject tag available at the queue level.
Tag of general is Helpdesk and the tag for network operations is NOC when a ticket is moved from general its subject tag changes to NOC #xyz

Joop

Albert_Shih · December 24, 2012, 10:23am

Le 24/12/2012 ? 10:53:51+0100, Joop a ï¿½crit

Hi all,

I’ve many queue but only one for the customers, lets say (helpdesk) so
every ticket is create with something like t

[Helpdesk #Ticket_ID] “subject-use-by-customer”

after the ticket is create we change the ticket to other queue, lets
say
(network problem) so the subjet become

[Network Problem #Ticket_ID] [Helpdesk #Ticket_ID]
“subject-use-by-customer”

Any method to have only

[Network Problem #Ticket_ID] “subject-use-by-customer”

Not knowing your version of RT mine does it correcly. I’m using 4.0.5 and use the subject tag available at the queue level.

I’m running 4.0.8

Tag of general is Helpdesk and the tag for network operations is NOC when a ticket is moved from general its subject tag changes to NOC #xyz

OK.

I find where suck in my configuration.

To making the change of queue I use RT-CommandbyEmail, that’s mean I just
reply the first mail (with [Helpdesk #Ticket_ID] as subject) with

Queue:network

but my mua add “Re:” so the subject received by RT is not

[Helpdesk #Ticket_ID]

but

Re: [Helpdek #Ticket_ID]

I try to change a ticket from the web interface and as you say it’s working
(RT don’t add a second time the tag).

But…in my team many user use commandbyemail…so any tips to make it’s
work with commandbyemail (without changing our mua config…)

Thanks for the help

Regards.

Sent from my Android phone with K-9 Mail. Please excuse my brevity.

not at all…

Albert SHIH
DIO bï¿½timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
xmpp: jas@obspm.fr
Heure local/Local time:
lun 24 dï¿½c 2012 11:19:14 CET

Albert_Shih · December 24, 2012, 10:52am

Le 24/12/2012 ? 11:23:12+0100, Albert Shih a ï¿½crit

OK.

I find where suck in my configuration.

To making the change of queue I use RT-CommandbyEmail, that’s mean I just
reply the first mail (with [Helpdesk #Ticket_ID] as subject) with

Queue:network

but my mua add “Re:” so the subject received by RT is not

[Helpdesk #Ticket_ID]

but

Re: [Helpdek #Ticket_ID]

I try to change a ticket from the web interface and as you say it’s working
(RT don’t add a second time the tag).

But…in my team many user use commandbyemail…so any tips to make it’s
work with commandbyemail (without changing our mua config…)

In fact no, event I reply with [Helpdesk #Ticket_ID] (meaning without the
ï¿½Re:ï¿½) Rt still add a second tag.

Its working only throught the web interface.

Regards.

JAS
Albert SHIH
DIO bï¿½timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
xmpp: jas@obspm.fr
Heure local/Local time:
lun 24 dï¿½c 2012 11:50:47 CET

Ruslan_Zakirov · December 24, 2012, 2:06pm

Looks like a bug. Hard to tell whether it’s rt or extension. File a report
to make sure it is not lost.

Ruslan from phone.24.12.2012 14:52 пользователь “Albert Shih” Albert.Shih@obspm.fr написал:

Le 24/12/2012 ? 11:23:12+0100, Albert Shih a écrit
OK.

I find where suck in my configuration.

To making the change of queue I use RT-CommandbyEmail, that’s mean I just
reply the first mail (with [Helpdesk #Ticket_ID] as subject) with

Queue:network

but my mua add “Re:” so the subject received by RT is not
  [Helpdesk #Ticket_ID]
but
  Re: [Helpdek #Ticket_ID]
I try to change a ticket from the web interface and as you say it’s
working
(RT don’t add a second time the tag).

But…in my team many user use commandbyemail…so any tips to make it’s
work with commandbyemail (without changing our mua config…)
In fact no, event I reply with [Helpdesk #Ticket_ID] (meaning without the
«Re:») Rt still add a second tag.

Its working only throught the web interface.

Regards.

JAS

Albert SHIH
DIO bâtiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
Téléphone : 01 45 07 76 26/06 86 69 95 71
xmpp: jas@obspm.fr
Heure local/Local time:
lun 24 déc 2012 11:50:47 CET

Albert_Shih · December 24, 2012, 2:37pm

Le 24/12/2012 ? 18:06:25+0400, Ruslan Zakirov a ï¿½crit

Looks like a bug. Hard to tell whether it’s rt or extension. File a report to
make sure it is not lost.

I just did:

Ticket number : 
		21983

Happy Holidays.

Regards.
Albert SHIH
DIO bï¿½timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
Tï¿½lï¿½phone : 01 45 07 76 26/06 86 69 95 71
xmpp: jas@obspm.fr
Heure local/Local time:
lun 24 dï¿½c 2012 15:37:10 CET